Joan Chisholm Lachance London-Sydney Nova-Scotia, september 1st 2021 Reservation number:[protected] To whomever it may concern, I am addressing you this letter in order to convey my discontent in regards to the service my mother, Joan Chisholm-Lachance has received resulting in a change of itinerary imposed by your airline. Originally, she was scheduled to depart Toronto 3:15pm at and arrive in Halifax 617pm at on September 1st 2021. Following this, her scheduled arrival in Sydney was set to be at 8:05pm. Nonetheless, shortly after booking the flight, she was informed that she would be subjected to an approximate 7 hour delay in Halifax and that her flight from London would be scheduled to depart at 650am rather than 1030am as previously stated I purchased the ticket for her. Furthermore, she would arrive in Sydney Nova Scotia at 835pm rather than 805 pm as previously promised. Such an itinerary considerably extends the length of her journey which is unacceptable at best when you account for her age and health challenges. As such, she is understanding and realizes that the global pandemic has greatly overwhelmed the travel industry. Nonetheless, as a long time customer of Westjet, the service she is receiving has been deemed unfair and inadequate at best. Throughout the course of the pandemic, my mother has been unable to visit with her loved ones. After a two year absence, I purchased an airline ticket for her by method of Flight Hub; the online platform. First, my mother is approaching 70 years old and the distance from her home compels her to depart at 430 in the morning to board her flight in London. As such, the additional layover in Halifax raises certain concerns. In short, she is a senior citizen on a fixed income that has been diagnosed with diabetes and suffers from recurrent kidney stones. Consequently, the additional 7 hours she must endure in an airport comes with certain challenges. Furthermore, not only was she informed that her itinerary would be modified, she was also informed that the original airline fare would not be honoured and she would be required to disperse an additional 40$ so she may board her flight. In addition, her layover in Halifax is being imposed without any form of compensation or regard towards her well being. Such treatment is not only unjust, it is morally bankrupt and tarnishes your reputation as an airline. As a longtime customer of your airline, I request that you act fairly and rectify this situation immediately. Otherwise, in the future, as an avid domestic and international traveler, I will be compelled to conduct all future business with a different airline while urging my family, my friends and colleagues to do the same. I ask that you contact me at your earliest convenience at [protected]@hotmail.com or [protected]. Respectfully, David Lachance